Subject: Re: CSAT below target
From: Saurabh Dadu <[email-masked]>
To: "Pritish Nandi (LSM)" <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Wed, 19 Oct 2022 13:26:08 +0000

Hi Pritish,

Please look at Data below. Abhishek is single largest contributor to DSATs in Gaming this month. You need to address this with him. I cannot accept a single more DSAT from him, for whatever reason, else I will have to remove him from the account immediately.

Count of Category       Column Labels
Row Labels      Oct     Grand Total
Abhishek Tripathi       10      10
Denisa Magda    4       4
Jeet Behera     4       4
Josie Lau       3       3
Pravesh Singh   2       2
Pritish Nandi   2       2
Sebastian Coldea        1       1
Shivangi Bhattacharya   3       3
Sven Thiele     4       4
Grand Total     33      33

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Pritish Nandi <[email-masked]>
Sent: 19 October 2022 6:11 PM
To: Saurabh Dadu <[email-masked]>
Subject: Re: CSAT below target

Hi Sir,

Attached is the data as requested.

One more thing to notice is the response rate for Oct is low in comparision to other months. If we have higher responses then the CSAT fluctuation % may be less when receiving a DSAT however when it is less low number of DSAT's may also fluctuate the % much.

CSAT Details    Aug     Sept    Oct
Enterprise      4.36    4.4     4.12
Gaming  4.29    4.26    3.91
Survey Sent     2503    2712    1437
Rated Tickets   648     705     311
Response Rate   25.89%  26.00%  21.64%

Regards,
Pritish

________________________________
From: "Pritish Nandi" <[email-masked]>
To: "saurabh" <[email-masked]>
Sent: Wednesday, October 19, 2022 2:46:36 PM
Subject: Re: CSAT below target

Hi Sir,

The rating is as below:

Enterprise: 4.10
Gaming: 3.92

Regards,
Pritish

________________________________
From: "saurabh" <[email-masked]>
To: "Pritish Nandi" <[email-masked]>
Sent: Wednesday, October 19, 2022 2:35:40 PM
Subject: Re: CSAT below target

What is the CSAT rating currently in EPOS Enterprise?

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Pritish Nandi <[email-masked]>
Sent: 19 October 2022 2:33 PM
To: Saurabh Dadu <[email-masked]>
Subject: Re: CSAT below target

Hi Sir,

PFB the DSAT Audit report.

We have received 53 DSAT in Gaming/Warranty and Enterprise.

Row Labels      Count of Group
EPOS L1 16
Gaming  33
Warranty        4
Grand Total     53

Enterprise
Category        Sub Category    Total
Agent   Mistakes in Warranty handling   1
Poor communication      1
Slow troubleshooting    1
Agent Total     3
Customer        Misunderstanding        1
Responsiveness  1
Customer Total  2
Procedure       Troubleshooting 1
Warranty policies/procedure     5
Procedure Total 6
Product Quality 2
Spare Part      2
Product Total   4
Sales   Contact customer        1
Sales Total     1
Grand Total             16

Gaming
Category        Sub Category    Total
Agent   Incorrect answers       1
Mistakes in Warranty handling   1
Poor communication      1
Agent Total     3
Customer        Misunderstanding        2
Responsiveness  5
Customer Total  7
Procedure       Troubleshooting 1
Warranty policies/procedure     17
Procedure Total 18
Product Bugs    1
Quality 3
Spare Part      3
Product Total   7
Sales   Contact customer        1
Website purchase        1
Sales Total     2
Grand Total             37

Regards,
Pritish

________________________________
From: "saurabh" <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>, "Pritish Nandi" <[email-masked]>
Cc: "Sara Aknooni, SRAK" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>
Sent: Wednesday, October 19, 2022 1:02:06 PM
Subject: Re: CSAT below target

@Pritish Nandi (LSM)<mailto:[email-masked]> - This is VERY CONCERNING

Please prepare a detailed overview and lets speak today at 4pm IST.

Kind regards,

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Heta Nyrhinen (HNYR) <[email-masked]>
Sent: 19 October 2022 12:57 PM
To: Pritish Nandi (LSM) <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>; Sara Aknooni (SRAK) <[email-masked]>; Josephine Veena Dorairaj (JVDO) <[email-masked]>
Subject: CSAT below target

Hi Pritish,

CSAT for Gaming in October has dropped below the target 4.00. Could you please investigate the reasons and let us know?

Venlig hilsen / Best regards

Heta Nyrhinen
Global Support Lead, Global Support
+45 4470 0148

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